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E.ON Next Compensation: Guaranteed Standards
Consumer Protection UK is independent and is not connected to E.ON Next. E.ON Next says it pays £40 for each broken promise under its standards of service, such as a missed appointment, a final bill not sent within 42 days, or credit not refunded within 10 days of the final bill. It pays within 10 working days, or a second £40.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
E.ON Next's Guaranteed Standards
Appointments
E.ON Next says it offers an appointment, or explains why not, within 5 working days of a request, completes it within 56 working days, and offers a first smart meter fitting date within 8 weeks. Give at least 24 hours' notice to rearrange. source
Bills, Credit and Switching
E.ON Next says it sends a final bill within 42 days of account closure, refunds any credit within 10 days of the final bill, completes your switch to it within 5 working days, and reconnects you within 24 hours after non-payment is sorted. If you were switched to the wrong supplier, it switches you back within 21 working days. source
Payments
E.ON Next says it pays £40 compensation within 10 working days for each broken promise, with a second £40 if that payment is late. It pays into your energy account, or sends a refund if you are no longer a customer; payment is withheld if entitlement is disputed. source
If It Is Not Put Right
The Energy Ombudsman
If your energy complaint is not resolved within 8 weeks, or you get a deadlock letter, you can take it to the Energy Ombudsman. It is free and impartial. source
The 12-Month Back-Billing Limit
Energy suppliers generally cannot charge you for energy used, or standing charges, more than 12 months before the new bill, unless you were already billed for that amount. This covers households and microbusinesses. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksEnergy complaint to the Energy OmbudsmanAfter 8 weeks with no resolution, or on receiving a deadlock letter
- 12 monthsEnergy back-billing limitGenerally 12 months before the new bill
Steps to Take
Step 1 of 4
Check which standard was missed and the date, for example a missed appointment or a late final bill.
Step 2 of 4
Check your account for the £40 credit. If it has not arrived within 10 working days, contact E.ON Next. Our free letter templates can write it for you.
Step 3 of 4
If you are still unhappy, make a formal complaint in writing.
Step 4 of 4
After 8 weeks, or a deadlock letter, go to the Energy Ombudsman, which is free.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
E.ON Next Customer Service
Start here if a payment is missing. Keep the dates.
Your Energy Supplier's Complaints Team
Always start here, in writing.
Energy Ombudsman
After 8 weeks with no resolution, or when you get a deadlock letter.
Good to Know
Small things that make your complaint stronger.
Payments are usually credited to your energy account. Keep a note of the date of each missed standard.
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If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- eonnext.com/policies/standards-of-service Checked 12 October 2026
- energyombudsman.org/advice-for-consumers/what-is-back-billing Checked 12 October 2026